The challenge
Our client's customers talk about its products every day across social channels. The company wanted to turn that conversation into research it could act on, for both product and customer experience.
Raw social data does not answer business questions on its own. Leadership needed metrics that showed how products were performing, campaigns needed ongoing insight, and customer care on social needed a clear structure.
What we did
Trellist has managed the client's social channels since 2018, working as an extension of its team.
- Social listening technology. We led the implementation of social listening for in-depth product and customer experience research.
- Custom metrics for leadership. We developed metrics that help the business evaluate key changes in product performance and report them back to leadership.
- Launch support. We support ad campaigns and product launches with ongoing reporting, insights, and optimizations.
- Social customer care. We are leading a new initiative to set up the structure for customer care through social media representatives.